{"id":714,"date":"2022-12-14T13:40:34","date_gmt":"2022-12-14T13:40:34","guid":{"rendered":"https:\/\/www.goodenergy.co.uk\/businesses\/?page_id=714"},"modified":"2026-05-19T14:09:46","modified_gmt":"2026-05-19T13:09:46","slug":"want-to-make-a-complaint","status":"publish","type":"page","link":"https:\/\/www.goodenergy.co.uk\/business\/want-to-make-a-complaint\/","title":{"rendered":"Want to make a complaint?"},"content":{"rendered":"\n<p class=\"alignwide has-text-align-wide wp-block-paragraph\">We\u2019re sorry you want to make a complaint. Please&nbsp;follow&nbsp;the link below to&nbsp;submit your complaint&nbsp;via email.&nbsp;Within the email&nbsp;template, we\u2019ve&nbsp;included a list of the information we will need to&nbsp;make sure your complaint is managed as quickly as possible.<\/p>\n\n\n\n<div class=\"wp-block-columns alignwide is-layout-flex wp-container-core-columns-is-layout-8f761849 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow is--inner-block\">\n<h4 class=\"wp-block-heading is-style-heading-has-accent is--inner-block\"><strong>Our complaints process<\/strong><\/h4>\n\n\n\n<p class=\"is--inner-block wp-block-paragraph\"><strong>Step 1: Get in touch<\/strong><\/p>\n\n\n\n<p class=\"is--inner-block wp-block-paragraph\">However you want to get in touch, we will aim to resolve your complaint in your first contact with us or by the end of the next working day.<\/p>\n\n\n\n<p class=\"is--inner-block wp-block-paragraph\">In person or in writing:<\/p>\n\n\n\n<p class=\"is--inner-block wp-block-paragraph\"><strong>Good Energy<\/strong><\/p>\n\n\n\n<p class=\"is--inner-block wp-block-paragraph\"><strong>Monkton Park Offices<\/strong><\/p>\n\n\n\n<p class=\"is--inner-block wp-block-paragraph\"><strong>Monkton Park<\/strong><\/p>\n\n\n\n<p class=\"is--inner-block wp-block-paragraph\"><strong>Chippenham<\/strong><\/p>\n\n\n\n<p class=\"is--inner-block wp-block-paragraph\"><strong>SN15 1GH<\/strong><\/p>\n\n\n\n<p class=\"is--inner-block wp-block-paragraph\">By phone:&nbsp;&nbsp;<a href=\"tel:034520034202401\">0345 034 2401<\/a>&nbsp;(option 1 for small business, option 2 for large business) By email:&nbsp;&nbsp;<\/p>\n\n\n\n<p class=\"is--inner-block wp-block-paragraph\"><a href=\"mailto:hellobusiness@goodenergy.co.uk\">hellobusiness@goodenergy.co.uk<\/a><\/p>\n\n\n\n<p class=\"is--inner-block wp-block-paragraph\"><strong>Or contact the complaints team directly by using our online form.<\/strong><\/p>\n\n\n\n<p class=\"is--inner-block wp-block-paragraph\"><a href=\"mailto:sme-support@goodenergy.co.uk?subject=I%20wish%20to%20make%20a%20complaint&amp;body=We%E2%80%99re%20sorry%20you%20want%20to%20raise%20a%20complaint.%20Please%20share%20the%20details%20we%20have%20requested%20below.%20We%20will%20aim%20to%20respond%20to%20you%20by%20the%20end%20of%20the%20next%20working%20day.%0D%0A%20Please%20include:%20%0D%0A%E2%80%A2Account%20number,%20%20%0D%0A%E2%80%A2Telephone,%20%20%0D%0A%E2%80%A2Email%20address,%20%20%0D%0A%E2%80%A2Preferred%20method%20of%20response,%20%20%0D%0A%E2%80%A2Complaint%20summary.%20\"><strong>Complaints form<\/strong><\/a><\/p>\n\n\n\n<p class=\"is--inner-block wp-block-paragraph\">If we haven\u2019t been able to resolve your complaint by the end of the next working day, we will be in touch within five working days and regularly thereafter until your complaint is resolved.<\/p>\n\n\n\n<p class=\"is--inner-block wp-block-paragraph\">Our complaints are handled between&nbsp;<strong>8:30am and 5:00pm Monday to Friday excluding bank holidays<\/strong>.<\/p>\n\n\n\n<p class=\"is--inner-block wp-block-paragraph\"><strong>Step 2: Internal review<\/strong><\/p>\n\n\n\n<p class=\"is--inner-block wp-block-paragraph\">We will make every effort to resolve your complaint immediately. If we haven\u2019t been able to come to a mutually acceptable resolution after step 1, you can raise the matter with your complaint handler who will ensure an independent internal review is carried out. Once again we will aim to carry out this review and reach a resolution within 5 working days.<\/p>\n\n\n\n<p class=\"is--inner-block wp-block-paragraph\"><strong>Step 3:Independent help and advice if you&#8217;re a micro or small business<\/strong><span style=\"font-weight:var(--type--1--font-weight--bold)\"><\/span><\/p>\n\n\n\n<p class=\"is--inner-block wp-block-paragraph\">At any point in the complaints process, you have the option of contacting\u00a0<a href=\"http:\/\/www.citizensadvice.org.uk\/energy\">Citizens Advice<\/a>. For free, confidential and impartial advice on your situation, you can contact Citizens Advice consumer service on 03454 04 05 06 (for a Welsh speaking advisor, call 03454 04 05 05), or you can complete their handy form\u00a0<a href=\"https:\/\/www.citizensadvice.org.uk\/consumer\/template-letters\/letters\/energy-letters\/letter-to-complain-to-your-energy-supplier\/\">here<\/a>. To find out more about your rights, you can download the PDF at the bottom of this page. You can also get impartial information from your local Citizens Advice Bureau.<\/p>\n\n\n\n<p class=\"is--inner-block wp-block-paragraph\">If we\u2019ve not been able to resolve your complaint through steps 1 &amp; 2 we will issue you with a letter outlining our final decision, known as a \u201cdeadlock\u201d letter. This gives you the right to have a free, independent review of your complaint carried out by the Energy Ombudsman. As part of resolving your complaint the Ombudsman may ask us to make an apology or give an explanation. They can also ask us to take remedial action and may require us to award compensation. Any decision the Ombudsman make will be binding on our company, but not on you, so you can seek further advice if you wish to.<\/p>\n\n\n\n<p class=\"is--inner-block wp-block-paragraph\"><\/p>\n<\/div>\n<\/div>\n\n\n<div class=\"media-content wp-block animate animate--stacked media-content--right media-content--type-image media-content--layout-default alignwide\">\n\n    \n    <div class=\"media-content__content \">\n\n        <h2 id=\"energy-ombudsman\" class=\"media-content__heading\">Energy Ombudsman\u00a0<\/h2>\n        <p><strong>What are my rights?<\/strong><\/p>\n<p>If you&#8217;re a micro or small business you also have the right to a free independent review carried out by the Energy Ombudsman if we have not been able to resolve your complaint after eight weeks. We will write to you to let you know when your complaint is eight weeks old.<\/p>\n<p class=\"xmsonormal\" style=\"margin-bottom: 12.0pt\">Website: <a href=\"https:\/\/go.ombudsman-services.org\/e\/553782\/2023-07-11\/25ddxv\/1504103098?h=jEZtCWOJWQ-g2uG-8BdU-PyML8gdr6l3GEzOsi8SK54\">www.energyombudsman.org<\/a><br \/>\nEmail: <a href=\"mailto:enquiry@energyombudsman.org\">enquiry@energyombudsman.org<\/a><br \/>\nPhone: 0330 440 1624<i> (Monday to Friday, 8am to 6pm)<\/i><br \/>\nPost<i>: <\/i>Energy Ombudsman, P.O. Box 966, Warrington, WA4 9DF<\/p>\n\n        \n                    <\/div>\n            <div class=\"media-content__media animate-element\">\n\n            \n                                                <img loading=\"lazy\" decoding=\"async\" width=\"390\" height=\"293\" src=\"https:\/\/www.goodenergy.co.uk\/business\/wp-content\/uploads\/sites\/2\/2026\/03\/eo-390x293-1.jpg\" class=\"attachment-super size-super is--landscape\" alt=\"\" sizes=\"auto, (max-width: 768px) 100vw, 50vw\" srcset=\"https:\/\/www.goodenergy.co.uk\/business\/wp-content\/uploads\/sites\/2\/2026\/03\/eo-390x293-1.jpg 390w, https:\/\/www.goodenergy.co.uk\/business\/wp-content\/uploads\/sites\/2\/2026\/03\/eo-390x293-1-300x225.jpg 300w\" loading=\"lazy\" \/>                \n                                    <\/div>\n    <\/div>\n\n\n<div class=\"media-content wp-block animate animate--stacked media-content--right media-content--type-image has-light-grey-background-color has-background media-content--layout-default alignwide\">\n\n    \n    <div class=\"media-content__content \">\n\n        <h2 id=\"get-in-touch\" class=\"media-content__heading\">Get in touch<\/h2>\n        <p>We will aim to respond to you\u00a0by the end of\u00a0the next working day.<\/p>\n\n        \n                    <div class=\"media-content__buttons button-list\">\n                                        <a href=\"mailto:hellobusiness@goodenergy.co.uk\"  class=\"g-button\">\n                <span class=\"screen-reader-text\"><\/span>        <span class=\"link__text\">\n            Email us hellobusiness@goodenergy.co.uk        <\/span>\n        <span class=\"screen-reader-text\"><\/span>    <\/a>\n                            <\/div>\n                    <\/div>\n            <div class=\"media-content__media animate-element\">\n\n            \n                                                <img loading=\"lazy\" decoding=\"async\" width=\"640\" height=\"427\" src=\"https:\/\/www.goodenergy.co.uk\/business\/wp-content\/uploads\/sites\/2\/2022\/12\/Office-photoshoot_219A7412-640px.jpg\" class=\"attachment-super size-super is--landscape\" alt=\"\" sizes=\"auto, (max-width: 768px) 100vw, 50vw\" srcset=\"https:\/\/www.goodenergy.co.uk\/business\/wp-content\/uploads\/sites\/2\/2022\/12\/Office-photoshoot_219A7412-640px.jpg 640w, https:\/\/www.goodenergy.co.uk\/business\/wp-content\/uploads\/sites\/2\/2022\/12\/Office-photoshoot_219A7412-640px-300x200.jpg 300w\" loading=\"lazy\" \/>                \n                                    <\/div>\n    <\/div>\n","protected":false},"excerpt":{"rendered":"<p>We\u2019re sorry you want to make a complaint. Please&nbsp;follow&nbsp;the link below to&nbsp;submit your complaint&nbsp;via email.&nbsp;Within the email&nbsp;template, we\u2019ve&nbsp;included a list&hellip;<\/p>\n","protected":false},"author":20,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-714","page","type-page","status-publish","hentry"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Want to make a complaint? | Good Energy for Business<\/title>\n<meta name=\"description\" content=\"A Good Energy help article explaining how you can go about making a complaint.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.goodenergy.co.uk\/business\/want-to-make-a-complaint\/\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Want to make a complaint? | Good Energy for Business\" \/>\n<meta property=\"og:description\" content=\"A Good Energy help article explaining how you can go about making a complaint.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.goodenergy.co.uk\/business\/want-to-make-a-complaint\/\" \/>\n<meta property=\"og:site_name\" content=\"Good Energy for Business\" \/>\n<meta property=\"article:modified_time\" content=\"2026-05-19T13:09:46+00:00\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Estimated reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.goodenergy.co.uk\\\/business\\\/want-to-make-a-complaint\\\/\",\"url\":\"https:\\\/\\\/www.goodenergy.co.uk\\\/business\\\/want-to-make-a-complaint\\\/\",\"name\":\"Want to make a complaint? | Good Energy for Business\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.goodenergy.co.uk\\\/business\\\/#website\"},\"datePublished\":\"2022-12-14T13:40:34+00:00\",\"dateModified\":\"2026-05-19T13:09:46+00:00\",\"description\":\"A Good Energy help article explaining how you can go about making a complaint.\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/www.goodenergy.co.uk\\\/business\\\/want-to-make-a-complaint\\\/#breadcrumb\"},\"inLanguage\":\"en-GB\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/www.goodenergy.co.uk\\\/business\\\/want-to-make-a-complaint\\\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/www.goodenergy.co.uk\\\/business\\\/want-to-make-a-complaint\\\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\\\/\\\/www.goodenergy.co.uk\\\/business\\\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Want to make a complaint?\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/www.goodenergy.co.uk\\\/business\\\/#website\",\"url\":\"https:\\\/\\\/www.goodenergy.co.uk\\\/business\\\/\",\"name\":\"Good Energy for Business\",\"description\":\"Going green is the future. Choose power generated here in Britain by independent renewable generators.\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\\\/\\\/www.goodenergy.co.uk\\\/business\\\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-GB\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Want to make a complaint? | Good Energy for Business","description":"A Good Energy help article explaining how you can go about making a complaint.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.goodenergy.co.uk\/business\/want-to-make-a-complaint\/","og_locale":"en_GB","og_type":"article","og_title":"Want to make a complaint? | Good Energy for Business","og_description":"A Good Energy help article explaining how you can go about making a complaint.","og_url":"https:\/\/www.goodenergy.co.uk\/business\/want-to-make-a-complaint\/","og_site_name":"Good Energy for Business","article_modified_time":"2026-05-19T13:09:46+00:00","twitter_card":"summary_large_image","twitter_misc":{"Estimated reading time":"2 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/www.goodenergy.co.uk\/business\/want-to-make-a-complaint\/","url":"https:\/\/www.goodenergy.co.uk\/business\/want-to-make-a-complaint\/","name":"Want to make a complaint? | Good Energy for Business","isPartOf":{"@id":"https:\/\/www.goodenergy.co.uk\/business\/#website"},"datePublished":"2022-12-14T13:40:34+00:00","dateModified":"2026-05-19T13:09:46+00:00","description":"A Good Energy help article explaining how you can go about making a complaint.","breadcrumb":{"@id":"https:\/\/www.goodenergy.co.uk\/business\/want-to-make-a-complaint\/#breadcrumb"},"inLanguage":"en-GB","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.goodenergy.co.uk\/business\/want-to-make-a-complaint\/"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/www.goodenergy.co.uk\/business\/want-to-make-a-complaint\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.goodenergy.co.uk\/business\/"},{"@type":"ListItem","position":2,"name":"Want to make a complaint?"}]},{"@type":"WebSite","@id":"https:\/\/www.goodenergy.co.uk\/business\/#website","url":"https:\/\/www.goodenergy.co.uk\/business\/","name":"Good Energy for Business","description":"Going green is the future. Choose power generated here in Britain by independent renewable generators.","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.goodenergy.co.uk\/business\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-GB"}]}},"_links":{"self":[{"href":"https:\/\/www.goodenergy.co.uk\/business\/wp-json\/wp\/v2\/pages\/714","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.goodenergy.co.uk\/business\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.goodenergy.co.uk\/business\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.goodenergy.co.uk\/business\/wp-json\/wp\/v2\/users\/20"}],"replies":[{"embeddable":true,"href":"https:\/\/www.goodenergy.co.uk\/business\/wp-json\/wp\/v2\/comments?post=714"}],"version-history":[{"count":23,"href":"https:\/\/www.goodenergy.co.uk\/business\/wp-json\/wp\/v2\/pages\/714\/revisions"}],"predecessor-version":[{"id":8116,"href":"https:\/\/www.goodenergy.co.uk\/business\/wp-json\/wp\/v2\/pages\/714\/revisions\/8116"}],"wp:attachment":[{"href":"https:\/\/www.goodenergy.co.uk\/business\/wp-json\/wp\/v2\/media?parent=714"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}